Refund policy
At Black Peach, we want you to feel good in every piece. If something isn't as you expected, we'll exchange or refund it.
1. TIME LIMIT AND CONDITIONS
You have 15 days from the day you receive the order to request an exchange or return, without having to say why.
For orders collected at the Show Room, the period is 3 weeks from when the order is processed for collection, and never less than 15 days from collection.
Items must come back in the condition in which you received them: unused, unwashed, with the labels and, whenever possible, in the original packaging. You can try the piece on as you would in a store. If an item comes back used or damaged, the amount refunded may be reduced to reflect the loss in value.
2. ITEMS THAT CANNOT BE RETURNED
For reasons of hygiene and health protection, we do not accept returns of underwear, socks and tights, shapewear, earrings and personal care and beauty items if the seal or protective packaging has been opened after delivery.
3. HOW TO REQUEST
In the Black Peach app (when signed in): Menu › account › My orders › choose the order › «Request a return». Choose the items and the reason and send. The app tells you about each step: request received, approved, completed or refused.
On the website: in «Exchanges and Returns», tap «Request an Exchange / Return», or use the withdrawal form, «Resolver contrato» (blackpeach.pt/en/pages/eu-formulario-resolucao).
By email: write to apoiocliente@blackpeach.pt with the order number, the items and what you prefer (exchange or refund).
After the request:
- We review it and reply as quickly as possible. If it is approved, we send you the shipping instructions by email.
- Send the items to: Black Peach, Rua Óscar da Silva, 1163, 4450-759 Leça da Palmeira, Portugal. You can also hand them in at the Show Room, at the same address, on working days, from 9:00 to 13:00 and from 14:00 to 18:00.
- When we receive them, we check their condition and confirm the exchange or refund.
4. RETURN SHIPPING COSTS
Return shipping is at your expense. Use a service with a tracking number and keep the receipt: until it reaches us, the shipment is your responsibility.
If the item has a defect or is not what you ordered, the costs are always ours.
5. REFUND
We refund within 14 days of your request. We may wait until we receive the items or until you send us proof that you have shipped them. If you return the whole order, we also refund the original delivery charge (up to the value of the cheapest standard shipping we offer).
The refund is always made using the same payment method you used for the purchase, at no cost to you. In the app, you receive a notification when the refund is made. It may take a few days to appear in your account, depending on the bank.
Peachies earned with the returned items are removed. In promotions with conditions, if the return means the condition is no longer met, the refund is calculated without that benefit (Terms of Service, point 11).
6. EXCHANGES
To change size or colour, make a return request as above and tell us which size or colour you want (in the request, by email or WhatsApp). If you prefer, return the item and place a new order: that way you secure the item straight away, if there are few units left.
7. DEFECTIVE OR INCORRECT ITEMS
We check every item before shipping. If you still receive an item that is defective, damaged or different from what you ordered, talk to us at apoiocliente@blackpeach.pt or on +351 915 298 571 (call to a Portuguese mobile network), with a photograph if possible. We will sort it out at no cost to you. All items have the 3-year legal guarantee of conformity.